Assertiveness & Handling Difficult Customers

Course details

Assertiveness is a skill that we can all learn to use more effectively. It is the ability to state clearly what it is you want need or feel, but not at the expense of other people. Unfortunately, due to cultural restrictions and this skill not being put into practice, we all tend to respond misleadingly to requests that are difficult or to criticism negatively. In turn we can create communication difficulties and further misunderstanding.

This workshop was developed in response to requests from Solicitors wanting to reduce stress and improve working relationships, Social support organizations such as Plus wanting to enable their clients to be more assertive and Individuals wantingimprove there confidence and handle difficult customers.

course Objectives

• By the end of this confidence building and assertiveness training workshop you will be able to
• Recognize the link between assertiveness, confidence and self-esteem.
• Identify the best approach to use when voicing ideas and opinions to colleagues and especially senior managers.
• Handle difficult situations and people confidently and assertively.
• Deal with criticism, confrontation, anger, and negativity effectively and positively.
• Overcome feelings of apprehension and understand the importance of language and body language to assertiveness

course Outlines

Understanding Different Styles of Behavior

• A definition of assertive behavior and the benefits it offers
• Assertiveness at work - understanding human behavior

Recognizing Your Own Style and Behaviors

• Self-assessment of your style – the associated strengths and weaknesses
• Building relationships with work colleagues

Why do People Behave the Way They Do?

• Assertiveness at work - understanding human behavior
• How are you perceived by others?
• Avoiding the games people play

Handling Difficult Situations, Problems and Conflicts

• Confronting common problems which occur in the workplace
• Resolving conflict – dealing with difficult people
• Raising sensitive issues

Principles of complaint management

• Goals of Complaint Management
• Fundamental Tasks of Complaint Management
• Receiving the Complaint
• Evaluating the Complaints
• Categorizing the Complaints
• Acting on the Complain
• Analyzing and Resolving Complaint
• Control and monitor complaints system
• Key Performance Indicators
• Report outcomes

Assertive Techniques

• Taking control through positive body language
• Using assertive and positive language – making your message clear
• Persuasion skills and coping with criticism
• Applying assertive techniques in different workplace situations